Refund policy
Last updated: September 1, 2026
This Return & Refund Policy describes the rules that apply to eligible returns, refunds, replacements, cancellations, and related requests for products purchased from FreeWink at freewink.us.
This policy applies to orders purchased through freewink.us and shipped to addresses within the United States.
The FreeWink online store is operated by HONG KONG NEWBEST TRADING LIMITED.
Please read this policy before making a purchase. This policy forms part of our Terms & Conditions and does not limit any mandatory consumer rights that apply under applicable law.
1. RETURN WINDOW
Our standard return period is 30 days after receipt of the product.
To request a return, you must contact FreeWink within 30 days after the product is delivered to you.
Requests submitted after the applicable return period may not be eligible unless required by applicable law or otherwise approved by FreeWink.
2. RETURNS FOR DEFECTIVE AND NON-DEFECTIVE PRODUCTS
We accept eligible returns for both defective and non-defective products, including reasonable change-of-mind situations, subject to the conditions described in this policy.
Examples of non-defective return reasons may include:
Deciding that you no longer want the product.
Ordering the wrong product or model.
Determining after reasonable inspection or limited testing that the product does not meet your needs.
Different rules concerning return shipping costs may apply depending on the reason for the return, as explained below.
3. ELIGIBLE RETURN CONDITION
For a non-defective return, the product should be returned in substantially the same condition in which it was received.
We accept eligible products that are new or slightly used.
Reasonable unpacking, assembly, inspection, or limited testing does not automatically make an otherwise eligible return ineligible, provided that the product has not been materially damaged or altered.
Returned products should not show:
Material damage caused after delivery.
Excessive wear.
Misuse or abuse.
Unauthorized modification.
Damage resulting from use contrary to product or safety instructions.
Other material deterioration beyond reasonable inspection or limited testing.
Where reasonably possible, the return should include all items originally supplied with the order, including:
The product.
Battery or batteries supplied with the product.
Charger.
Controller.
Accessories.
Manuals.
Keys.
Tools.
Removable parts.
Original packaging.
FreeWink may inspect returned products before approving a refund.
4. RETURN METHOD
Returns are accepted by mail.
Before returning any product, you must contact FreeWink at support@freewink.us and obtain return authorization and return instructions.
Authorized returns should be sent to:
FreeWink Returns
c/o Wingocean Logistics INC
10317 Birtcher Dr, Dock 7-9
Jurupa Valley, CA 91752
United States
This is FreeWink's authorized United States return facility. Do not send returns to our Hong Kong registered business address.
We may provide:
A return reference or authorization number.
Packaging instructions.
Shipping instructions.
Battery-handling instructions.
A return shipping label where applicable.
Other information reasonably necessary to process the return.
You must include the return authorization information provided by FreeWink with the returned product.
Returns sent without prior authorization may be delayed because we might be unable to identify the order, confirm return eligibility, or safely process the product and battery. Please do not ship the product before receiving return instructions from FreeWink.
5. HOW TO START A RETURN
To request a return, contact us at:
support@freewink.us
Please provide information reasonably necessary to identify and process your request, which may include:
Your order number.
Your name and contact information.
The product and model you wish to return.
The reason for the return.
Photographs or video where reasonably necessary to verify shipping damage, defects, missing parts, incorrect products, or other reported issues.
Product serial-number information where reasonably necessary.
After reviewing the request, FreeWink will provide return instructions if the return is eligible.
Please do not ship the product before receiving return instructions from FreeWink.
6. CHANGE-OF-MIND AND OTHER NON-DEFECTIVE RETURNS
For eligible change-of-mind or other non-defective returns, including where a customer no longer wants the product or ordered the wrong product or model, the customer is responsible for return shipping costs.
The customer may arrange and pay for the return shipment in accordance with the return instructions provided by FreeWink.
To make the return process easier, FreeWink may also provide a prepaid return shipping label upon request for an eligible change-of-mind or other non-defective return.
If FreeWink provides a prepaid return shipping label for a return where the customer is responsible for return shipping, the actual authorized cost of the return shipment will be deducted from the customer's final refund.
Providing a prepaid shipping label for convenience does not mean that FreeWink is assuming the cost of return shipping for a change-of-mind or other non-defective return.
FreeWink does not provide free return shipping for standard change-of-mind or other non-defective returns unless otherwise expressly stated in writing.
Customers using their own return shipping method must select an appropriate shipping service and follow all return, packaging, and battery-handling instructions provided by FreeWink.
We recommend using a trackable shipping service for customer-arranged returns.
Where appropriate due to the value or nature of the product, customers may also wish to obtain shipping insurance.
FreeWink is not responsible for a customer-arranged return shipment that is lost or damaged before it reaches the authorized return location, except where responsibility cannot lawfully be excluded.
7. DEFECTIVE PRODUCTS, SHIPPING DAMAGE, AND FULFILLMENT ERRORS
If a return results from a verified product defect, shipping damage, incorrect item, missing item, or FreeWink fulfillment error, FreeWink will be responsible for reasonable authorized return shipping costs where a return is required.
Depending on the circumstances, FreeWink may:
Provide a prepaid return shipping label.
Arrange an authorized return shipment.
Reimburse reasonable authorized return shipping costs.
Provide troubleshooting assistance.
Provide replacement parts.
Provide a replacement product.
Issue a refund.
Provide another appropriate remedy permitted by applicable law.
Please contact us as soon as reasonably possible after discovering shipping damage, missing parts, an incorrect item, or a suspected product defect so that we can review the issue and provide appropriate instructions.
We may request photographs, videos, serial-number information, packaging photographs, troubleshooting information, or other reasonable evidence needed to verify the reported issue.
Do not arrange an unauthorized freight or return shipment at FreeWink's expense.
Return shipping costs must be authorized by FreeWink in advance to qualify for reimbursement unless applicable law requires otherwise.
8. RETURN SHIPPING AND PACKAGING
Products must be packaged in a manner reasonably suitable for safe return transportation.
Mobility products may contain lithium batteries, electrical components, controllers, chargers, motors, and other parts that require appropriate handling during transportation.
Customers must follow:
Return shipping instructions provided by FreeWink.
Battery-handling instructions provided by FreeWink.
Packaging requirements of the applicable carrier.
Applicable transportation and safety requirements.
Where the customer is responsible for return shipping, any shipping, freight, packaging, insurance, or similar cost selected by the customer is the customer's responsibility unless otherwise agreed in writing.
Where FreeWink is responsible for authorized return shipping, customers must follow the shipping method and instructions authorized by FreeWink.
9. RESTOCKING FEE
We do not charge a restocking fee for eligible returns.
The restocking fee for eligible returns is $0.
This does not mean that FreeWink must refund separately incurred costs that are not refundable under this policy, including customer-paid return shipping costs for change-of-mind or other non-defective returns.
Where permitted by applicable law, a refund may be reduced to reflect an actual loss in value caused by customer-related material damage, missing components, unauthorized modification, misuse, abuse, or other material deterioration occurring after delivery.
Any such adjustment reflects an actual loss in value and is not a restocking fee.
10. INSPECTION OF RETURNED PRODUCTS
After an authorized return is received, FreeWink may inspect the product and accompanying items to confirm:
The return reason.
Product condition.
Product identity.
Product completeness.
Serial number where applicable.
Presence of batteries, chargers, controllers, accessories, and other components.
Eligibility under this Return & Refund Policy.
If a returned product is materially damaged, incomplete, altered, misused, or otherwise inconsistent with the approved return request due to circumstances not attributable to FreeWink, we may contact you before completing the refund.
Where permitted by applicable law, the refund may be reduced to reflect an actual loss in value caused by:
Material damage occurring after delivery.
Missing major components.
Missing batteries, chargers, controllers, or accessories.
Unauthorized modification.
Misuse or abuse.
Other customer-caused material deterioration.
FreeWink does not charge a restocking fee.
Any lawful adjustment described above relates only to an actual loss in value and is not a restocking fee.
Nothing in this section limits mandatory consumer rights or remedies that cannot legally be excluded.
11. REFUNDS
If a return is approved after receipt and inspection, the eligible refund will generally be issued to the original payment method used for the purchase unless another method is required by law or agreed with you.
FreeWink will notify you when the returned product has been reviewed and whether the refund has been approved.
For approved returns, refunds are generally received within 10 days after the returned product has been received, inspected, and approved by FreeWink.
FreeWink will submit the approved refund to the original payment method as promptly as reasonably possible.
The exact posting time may vary depending on your bank, card issuer, payment processor, financing provider, or other payment service. Processing by these third parties is outside FreeWink's direct control.
If more than 10 days have passed since FreeWink confirmed approval of your refund and the refund has not appeared in your account, please contact us at support@freewink.us so that we can assist you.
Original shipping charges, expedited shipping charges, financing charges, payment-provider fees, customs charges, or other amounts are refundable only where:
Required by applicable law.
The return results from a verified FreeWink error and the applicable amount is refundable.
FreeWink expressly confirms that the amount is included in the approved refund.
Customer-paid return shipping costs for an eligible change-of-mind or other non-defective return are generally not refundable.
Where FreeWink provides a prepaid return shipping label for a change-of-mind or other non-defective return, the authorized return shipping cost may be deducted from the eligible refund as described in Section 6.
12. FINANCING OR INSTALLMENT-PAYMENT ORDERS
If your purchase was made using a third-party financing or installment-payment service, an approved return or refund may also be subject to the processing procedures of that provider.
FreeWink does not control the independent:
Posting time.
Settlement time.
Credit processing.
Interest adjustment.
Financing adjustment.
Payment-schedule processing.
of third-party financing or payment providers.
Customers should contact the applicable financing or payment provider if they have questions regarding that provider's independent processing procedures.
13. REPLACEMENTS AND EXCHANGES
FreeWink does not offer standard product exchanges.
If you purchased a non-defective product and would like a different product, color, configuration, or model, you must return the original product in accordance with this Return & Refund Policy and place a new order for the desired product.
A different product or model is not automatically shipped as an exchange for a standard change-of-mind return.
For verified:
Product defects.
Shipping damage.
Incorrect items.
Missing items.
FreeWink fulfillment errors.
FreeWink may, depending on the circumstances and applicable law, offer:
Troubleshooting.
Repair.
Replacement parts.
A replacement product.
A refund.
Another appropriate remedy.
A replacement provided to resolve a verified product defect, shipping damage, incorrect shipment, missing item, or fulfillment error is considered a remedy for the reported issue and is not a standard product exchange.
Replacement products and replacement parts are subject to availability.
14. ORDER CANCELLATIONS
You may request cancellation of an order within 12 hours after placing the order by contacting:
support@freewink.us
If the cancellation request is received within the 12-hour cancellation window and the order has not already been shipped or entered a stage of fulfillment where cancellation is no longer reasonably possible, FreeWink will make reasonable efforts to cancel the order without a cancellation fee.
Because orders may begin processing shortly after they are placed, cancellation is not guaranteed until FreeWink confirms that the cancellation has been completed.
An order generally cannot be canceled as an unshipped order once it has:
Been handed to a shipping carrier.
Been shipped.
Entered an irreversible stage of fulfillment or dispatch.
If an order can no longer be canceled, the applicable return rules in this policy will apply after delivery.
Submitting a cancellation request does not itself confirm that the order has been canceled. FreeWink will notify you if the cancellation is successfully completed.
15. REFUSED, UNDELIVERABLE, OR INCORRECT-ADDRESS SHIPMENTS
Customers are responsible for providing a complete and accurate delivery address.
If a shipment is:
Refused by the recipient.
Returned as undeliverable.
Returned because an incorrect address was provided.
Returned because an incomplete address was provided.
Returned for another reason attributable to the customer.
reasonable shipping, freight, handling, carrier, or return transportation charges may be the customer's responsibility where permitted by applicable law.
If the delivery problem resulted from a verified FreeWink fulfillment error, we will work with the customer to provide an appropriate remedy.
16. ITEMS THAT MAY NOT QUALIFY FOR A STANDARD CHANGE-OF-MIND RETURN
A product may not qualify for a standard change-of-mind return if it has been:
Materially damaged after delivery.
Subjected to misuse or abuse.
Modified without authorization.
Used contrary to applicable product or safety instructions.
Returned with major components missing.
Returned in a condition materially different from the condition resulting from reasonable inspection or limited testing.
Reasonable unpacking, assembly, inspection, or limited testing alone does not automatically make an otherwise eligible return ineligible.
Warranty rights and statutory rights concerning defective products are separate from change-of-mind return eligibility and are not automatically excluded by this section.
17. WARRANTY CLAIMS
A return request and a warranty claim are not always the same.
If a FreeWink product is covered by a stated warranty, warranty eligibility and remedies are governed by:
The applicable product warranty terms.
Product documentation.
Any applicable written warranty.
Mandatory consumer rights.
Depending on the circumstances, a warranty issue may be resolved through:
Troubleshooting.
Repair.
Replacement parts.
Product replacement.
Another appropriate remedy.
A standard return may not always be required to resolve a warranty claim.
Nothing in this Return & Refund Policy limits any warranty or statutory right that cannot legally be excluded or limited.
18. ABUSE OR FRAUDULENT RETURNS
FreeWink may refuse, investigate, or take reasonable action regarding return requests involving suspected:
Fraud.
False or misleading information.
Product substitution.
Return of a different product.
Serial-number manipulation.
Intentional damage.
Abuse of the return process.
Other unlawful conduct.
Any such action will be taken only to the extent permitted by applicable law.
Nothing in this section permits FreeWink to deny legitimate statutory rights or remedies.
19. CHANGES TO THIS POLICY
We may update this Return & Refund Policy from time to time to reflect changes to:
Our business practices.
Products.
Services.
Return procedures.
Shipping procedures.
Legal requirements.
The current version will be posted on this page together with the revised Last updated date.
Changes to this policy will not remove rights that have already accrued where applicable law prevents such an effect.
20. RELATIONSHIP TO OUR TERMS & CONDITIONS
This Return & Refund Policy forms part of our Terms & Conditions.
Questions concerning governing law, jurisdiction, limitations that may lawfully apply, and other general terms governing purchases from FreeWink are addressed in our Terms & Conditions.
Nothing in this Return & Refund Policy excludes or limits mandatory consumer rights that cannot legally be excluded or limited.
21. CONTACT INFORMATION
For return, refund, cancellation, or product-support questions, contact:
FreeWink
Operated by HONG KONG NEWBEST TRADING LIMITED
Registered Business Address:
ROOM D5, 5/F., KING YIP FACTORY BUILDING
NO. 59 KING YIP STREET
KWUN TONG, KOWLOON
HONG KONG
Email: support@freewink.us
Website: https://freewink.us
Customer Support Hours:
Monday–Friday, 9:00 AM–6:00 PM Pacific Time (PT)
Typical Response Time:
Within 1 business day.
Authorized United States Return Facility:
FreeWink Returns
c/o Wingocean Logistics INC
10317 Birtcher Dr, Dock 7-9
Jurupa Valley, CA 91752
United States
You must contact support@freewink.us and obtain return authorization before shipping a product to the return facility. Do not send returns to the Hong Kong registered business address.